Shanderlynn Kue
Senior Manager Business Process Services, Contact Center Operations, Ca Phm Service @Gainwell Technologies
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WORK HISTORY
Senior Manager Business Process Services, Contact Center Operations, Ca Phm Service @Gainwell Technologies
West Sacramento, CA, US
Develop and implement the contact center\'s strategic vision, goals, and objectives in alignment with the organization\'s overall strategy. • Establish and communicate performance metrics to drive the achievement of business targets and enhance customer satisfaction. • Mentor and develop team members, providing coaching, feedback, and opportunities for growth and advancement. • Evaluate, implement, and optimize contact center technologies and systems to streamline processes, improve efficiency, and enhance the overall customer experience. • Focus on system integrations of IVR, CRM and master data repositories, software customization/configuration and data migration plan for optimal functionality and contract compliance. • Establish and enforce quality assurance processes to ensure consistent and high-quality service delivery through ISO 9001 standards. • Ensure compliance with industry regulations, organizational policies, and legal requirements. • Collaborate with cross-functional teams to align contact center operations with organizational goals and initiatives.
EDUCATION
UC Santa Barbara
Bachelor of Science - BS
ABOUT SHANDERLYNN KUE
As a Senior Manager at Gainwell Technologies, I lead the contact center operations for the CA PHM service, a state Medicaid management program. I develop and implement the contact center\'s strategic vision, goals, and objectives, aligning them with the organization\'s overall strategy and customer needs. I have extensive experience in designing, implementing, and optimizing contact center solutions, leveraging cloud-based platforms, artificial intelligence, and omnichannel integration to deliver seamless customer experiences. I have successfully executed system integrations of IVR, CRM, and master data repositories, as well as software customization and configuration projects, resulting in improved efficiency, quality, and satisfaction. I also mentor and develop team members, providing coaching, feedback, and opportunities for growth and advancement. I establish and communicate performance metrics, driving the achievement of business targets and enhancing customer satisfaction. I have a Bachelor of Science degree from UC Santa Barbara and multiple certifications in project management, salary negotiation, and train the trainer. I am passionate about delivering exceptional customer experiences, optimizing operational efficiency, and exceeding performance goals. I am always eager to learn new skills, technologies, and best practices to enhance my professional development and contribute to the success of the organization.
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